I've had one or two issues not unlike your own, but they were pretty cool about fixing them. Compared to the nightmare of trying to get, say, Comcast, to do anything, I'm for giving Amazon a bit of leeway. I haven't noticed any real downturn in their service.
If you get sufficiently pissed, ask to talk to the rep's supervisor. The first guy you talk to doesn't have a lot of leeway for fixing
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